Avaya 3905 User Manual

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Avaya 3905 Digital Deskphone User Guide

Avaya Communication Server 1000

Document Status: Standard

Document Version: 02.01

Part Code: NN42370-110

Date: December 2010

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Notices

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

Documentation disclaimer

Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.

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War rant y

Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://

www.avaya.com/support

Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/

LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA

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Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

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Table of contents

Introduction to your Avaya 3905 Digital Deskphone 9

Avaya 3905 Digital Deskphone 9

Avaya 3905 Digital Deskphone Features 10

Available ACD Features on the Avaya 3905 Digital Deskphone 11

Terms you should know 13

Your telephone’s controls 15

Programmable Line/Feature Keys (self-labeled) 15

Context Sensitive Soft Keys (self-labeled) 16

Call Processing Keys 16

Fixed Keys 17

Application Keys 21

Primary Directory Number 21

Individual Directory Number 21

Message Key 21

Avaya 3905 Digital Deskphone 23

Your telephone display information 23

Avaya 3905 Digital Deskphone Display 23

Options List 24

Select a language 25

Change a Feature Key label 25

Adjust Screen contrast 27

Adjust volume 27

Choose Ring type 29

Select Call Log options 29

Live dial pad 30

Preferred name match 30

Area code set up 30

Call timer 31

Date/time format 31

Key click 31

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Table of contents

Headset type 32

Headset port on call 32

Headset port external alerter 33

Display diagnostics 33

Call Center headset interface 34

Freeing your hands while on the job 34

Switching between the handset and the headset 34

Call Center agent/supervisor features 36

Agent Login 36

Agent Login Enhancement 36

Agent Logout 37

Agent features 38

Activity Code Fixed Key to activate Line-of-Business code 38

Answer Call Center Calls 38

Call Forcing 39

Multistage Queue Status Key/Lamp 39

Display Queue Threshold (MSQS enhancement for agents) 40

Emergency Key 42

Make Busy 42

Not Ready Key 43

Answer or Make Non-ACD Calls 44

Contact your supervisor 44

Walkaway and Return from Walkaway 45

Transfer to InCalls Key 46

Call Center supervisor features 48

Agent Keys 48

Answer Agent 48

Answer Emergency 49

Call Agent 49

Use Supervisor Observe and the Supervisor Headset Jack 49

Controlled Interflow 50

Night Service 50

Observe Agent 51

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Display Agent Status 52

Display Queue Status 53

Your telephone non-ACD call features 54

Make a Call 54

Predial feature 55

Auto Dial 55

Redial Last Number Called 56

Activate Ring Again 56

Speed Call 57

System Speed Call (Network Speed Call) 58

Intercom Call 60

Group Intercom All Call 60

Intercom Call on a Predesignated Set 61

Individual Page from Group Intercom 62

Answer a Call 62

Table of contents

While you are away from your desk 63

Call Forward 63

Forward an Internal Call (Call Forward Busy/Don’t Answer Split) 64

Call Forward – Remote Activation 65

While on an active call 66

Place a call on Hold 66

Transfer a Call 66

Blind Transfer Recall 67

Call Park 68

Charge a Call or Charge a Forced Call 70

Inspect Key 70

Trace a Malicious Call 71

Incoming calls 72

Answer Call Pickup 72

Call Waiting 73

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Table of contents

Talk with more than one person 74

Set up a conference call 74

Call Join 75

Preset Conference 75

Call features 76

Use Privacy Release 76

Paging 76

Busy Override 77

Make an Announcement over the Call Page 78

Use Station Camp-on 78

Class features on IVD sets 79

Anonymous Caller Rejection (ACRJ) 79

Automatic Callback (ACB) 80

Automatic Recall (AR) 81

Customer Originated Trace (COT) 82

Calling Name/Number Delivery Blocking (CNNB) 83

Selective Call Forward (SCF) 83

Directory display and navigation 84

Access your Callers List, Redial List, or Personal Directory 84

Directory password protection 85

Call Log 88

Access and use the Callers List 88

Access and use the Redial List 89

Use the Personal Directory 91

Access the Personal Directory 91

Add a Personal Directory entry 91

Add an incoming call 93

Add an outgoing call 94

Delete or edit a Personal Directory entry 94

Delete your Personal Directory 95

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Table of contents

Use the Personal Directory to make a call 96

Use Card View 96

Search for an entry 97

Copy a number from the Redial List 98

Corporate Directory 99

Accessories for the Avaya 3905 Digital Deskphone 102

Additional key caps 102

Accessory Connection Module (ACM) 102

Personal Directory PC Utility 102

Headset 102

Handset 103

Analog Terminal Adapter (ATA) 103

External Alerter and Recorder Interface 103

Key-based Access Expansion Module (KBA) 103

Display-based Access Expansion Module (DBA) 103

Feature Key chart 104

Meridian SL-100 Feature Access Codes (FAC) 108

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Table of contents

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Introduction to your Avaya 3905 Digital Deskphone

Your Digital Deskphone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required.

The Meridian SL-100 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

One of the codes provided by your system administrator is the Feature Access Code (FAC) which you need in order to use some features. For other features, you may need a feature key.

In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms for the Avaya 3905 Digital Deskphone.

Additional hardware options are available to expand the capabilities of the Avaya 3905 Digital Deskphone. See “Accessories for the Avaya 3905 Digital Deskphone” on page 102.

Avaya 3905 Digital Deskphone

LED

Supervisor Observe Key

Volume Control Bar

Headset

LCD Display

Goodbye Hold

LED

Mute

Supervisor

Quit

Emergency

Message Waiting Light/ Incoming Call Indicator

Programmable Line/ Feature Keys (self-labeled)

Date/Time Display Context Sensitive Soft Keys

(self-labeled)

Fixed Feature Keys

In-Calls

Copy

Make Busy

Navigation Keys

Not Ready

553-9043

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Introduction to your Avaya 3905 Digital Deskphone

Avaya 3905 Digital Deskphone Features

The Avaya 3905 Digital Deskphone features:

• eight Programmable Line/Feature Keys (self-labeled), giving the user access to eight Line/Feature Keys

• four Context Sensitive Soft Keys (self-labeled), giving the user access to a maximum of 10 of the available features

• six Fixed Feature Keys (configured to fit the users business needs)

Fixed key caps:

— Headset (with LED indicator)*

— In-Calls*

— Supervisor*

— Emergency*

—Not Ready*

—Make Busy*

Note 1: The Headset and In-Calls Keys are required. Your system administrator can reconfigure the remaining four keys to any of the features listed above. Key caps need to be replaced to match the reconfigured feature.

Note 2: *The features with an asterisk are the default keys.

Optional accessories:

• Handset

• Headset

• Accessory Connection Module (ACM)

• Key-based Access Expansion Module (KBA)

• Display-based Access Expansion Module (DBA)

• External Alerter and Recorder Interface (MEARI)

• Analog Terminal Adapter (ATA)

• Personal Directory PC Utility

Note: The Avaya 3905 Digital Deskphone does not support handsfree call-

ing.

— Call Agent

— Observe Agent (Obv Agent)

— Answer Emergency (Ans

—Answer Agent

— Activity (for LOB codes)

— Display Queue (Dsply

Optional key caps:

Emerg)

Queue) – for MSQS or Display Queue status

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Introduction to your Avaya 3905 Digital Deskphone

Available ACD Features on the Avaya 3905 Digital Deskphone

Common Agent/Supervisor Features

• Headset

• Non-ACD Call Keys

•Hold

• Personal Directory

• Call Log

• Redial List

• Options

• Call Park by ACD Agent

• ACD Call Transfer with Time

• Transfer to Incalls Key

• Agent Login Enhancement

Table 1 contains more Agent and Supervisor features for the Avaya 3905 Digital Deskphone.

Table 1 Agent and Supervisor features

Agent features Supervisor features

Call Source Identification. Agent-Status Lamp.

Called Name/Number Display. Display Agents Summary Key.

Emergency Keys. Forced Agent Availability.

Emergency Keys Enhanced. Controlled Interflow.

Incalls Key. Agent Key.

Call-Supervisor Keys. Call-Agent Key.

Not-Ready Key. Night Treatment.

ACD Station Maintenance and Configuration Enhancements.

ACD Multistage Queue Status Refresh.

Multistage Queue Status Key/Lamp.

Supervisor Control of Night Service.

ACD Observe-Agent Enhanced.

ACD Status-Lamp Enhancement.

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Introduction to your Avaya 3905 Digital Deskphone

Table 1 Agent and Supervisor features

Agent features Supervisor features

ACD Walkaway/Closed Key Operation.

ACD-Limited Enhanced Agent Features.

Line of Business Codes. ACD Observe-Agent/Three-Way

Calling.

Make Set Busy. Extended Agent Observe.

Call Forcing. Flexible Call Observing-Nodal.

Display Queue and Threshold. Observe Agent from 2500 set.

Walkaway and Return from

Observe-Agent Key.

Walkaway.

Agent Login and Login

Display Queue-Status Key.

Enhancements.

Multistage Queue Status Display.

Answer Agent.

Answer Emergency.

Display Queue Threshold.

Make Set Busy.

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Terms you should know

Agent Set – A telephone set configured to efficiently answer incoming calls

that have been directed to a group of ACD telephones vs. a single person or line.

Attendant – The attendant is a telephone operator in your organization.

Call party information – When your telephone rings, the display shows

Caller Line Identification (CLID) information. The system must have CLID enabled. The display module shows the phone number and name of the inbound call.

Context Sensitive Soft Key – The four keys located directly below the display on the Avaya 3905 Digital Deskphone are referred to Context Sensitive Soft Keys. The label and function of each key changes, depending upon the available features or the active application assigned to each key.

Date/time display feature – The Date/time display feature shows the month and date when the telephone is in an idle state.

Directory Number (DN) – The Directory Number is a number that consists of one to seven digits for a telephone, also known as an extension number.

Feature display – The display area shows status information about the feature in use. It also displays the name and status of the active session.

Feature Access Codes (FAC) – The Feature Access Codes are codes you dial in order to use a telephone feature instead of pressing a fixed feature or soft feature key. For your convenience, the FACs for your system can be printed on a page located at the back of this guide.

Fixed Feature Key – The Fixed Keys are keys on your telephone, that are labeled at the factory.

Indicator status – The status indicator can be an LCD or LED that indicates the status of a feature by the flash, wink, steady on, or off of the LCD or LED indicator.

Information line – The Information line of the display relates call information or application information.

Information display – The Information screen displays call activity, lists, prompts, and status of calls.

Interrupted dial tone – Interrupted dial tone is a broken or pulsed dial tone, heard when you access some of the features on your telephone.

Meridian SL-100 – The Meridian SL-100 system is your business communication system.

Off-hook – Off-hook is a term used to indicate that the telephone is active and ready to make a call. On the Avaya 3905 Digital Deskphone you can go off-hook when you press your Individual DN Key only. The Avaya 3905 Digital

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Terms you should know

Deskphone does not go off-hook when you press the In-Calls Key or press your Primary DN (Call Center DN).

Paging tone – A Paging tone is two beeps followed by a dial tone. You hear the special Paging tone when you are using the Radio Paging feature.

Primary Directory Number (PDN) – The Primary Directory Number is the main extension number on your telephone. It is referred to by the Primary Directory Number Key. On the Avaya 3905 Digital Deskphone, the Primary Directory Number and your Directory Number are the same. The In-Calls Key connects directly to the Primary DN Key. The Primary DN Key is the key located at the lower right-hand side of the upper portion of the display area.

Ringback/ring tone – The Ringback/ring tone is the sound you hear when a call you have made is ringing at its destination.

Shared Directory Numbers – A shared directory number is a DN (extension) that is shared by two or more persons.

Special dial tone – The special dial tone refers to three consecutive tones followed by dial tone that you hear when accessing some of your telephone features.

Supervisor Set – A telephone set configured to manage a group of agents, and it can also be configured to answer incoming calls that are directed to a group of Digital Deskphones vs. a single person or line. You normally configure a Supervisor’s set with features that display agent and group performance.

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Your telephone’s controls

This section describes the features on the Avaya 3905 Digital Deskphone.

Programmable Line/Feature Keys (self-labeled)

In addition to secondary extension number(s), you can have features assigned to the Feature Keys on your telephone. An LCD indicator shows the status of the feature assigned to each key. See “Agent features” on page 38. Also see “Call Center supervisor features” on page 48.

Line Key

x2494

Auto Dial Key

Inspect Key

Options Key

Sales

Display

Options

A steady LCD indicator appearing beside a Line (DN) Key means that the feature or line is active. A flashing LCD indicator means the line is on hold or the feature is being programmed.

An Auto Dial Key lets you dedicate a Line/Feature Key to a specific number.

The Inspect Key allows you to display information associated with the Line/Feature Keys. The display information on a second caller does not interfere with the current call in progress.

Note: If the Auto Display feature is enabled, Calling Line Identification is displayed for a second incoming call.

The Options Key is a dedicated Programmable Line/Feature Key. The Options Key is located at the top-left side of the upper display area. Press the

Options Key to access the Options

Menu.

Options

Press the Options Key to make adjustments to your telephone’s volume

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Your telephone’s controls

Applications Key

and display contrast, as well as other feature settings.

Apps

x2498

The Applications Key allows you to access server applications, such as Corporate Directory, if available on your system.

The Individual DN Key allows you to make and receive non-ACD calls.

Context Sensitive Soft Keys (self-labeled)

The four keys located in the middle of the telephone, below the display screen, are your Context Sensitive Soft Keys. These keys can have the following assigned to them:

•Transfer

• Conference

• Call Forward

• Ring Again

• Call Park

• Call Pickup

• Speed Call

• Privacy Release

• Callers List

• Redial List

Call Processing Keys

Goodbye Key

Hold Key

Press the Goodbye Key to terminate an active call.

Place an active call on Hold by pressing the Hold Key. Return to the caller by

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Mute Key

Volume Control Bar

Your telephone’s controls

pressing the extension key next to the flashing indicator.

When engaged in a call, you can press

Mute Key. The party(ies) to whom

the you are speaking cannot hear you. When you wish to return to the two-way conversation, you must press the Mute Key again. On the Avaya 3905 Digital Deskphone, the Mute Key applies to handset and headset microphones. The LED flashes quickly when the Mute option is in use.

Use the Volume Control Bar to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a call or while the telephone is ringing, adjust the volume on your set using the

Volume Control Bar. Raise the volume

by pressing the right side or lower the volume by pressing the left side. You can also adjust the volume of ringing, headset or buzz by selecting Volume adjustment in the Options Menu.

Message Waiting Lamp

The Message Waiting Lamp lights when you have a message waiting. See the Avaya 3905 Digital Deskphone figure on page 9.

Fixed Keys

The Fixed Feature Keys on your Avaya 3905 Digital Deskphone are labeled at the factory. The Fixed Feature Keys include: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, and In-Calls. These keys can be reconfigured to Activity Code, Answer Emergency, Answer Agent, Observe Agent, Display Waiting Calls or Call Agent to fit your business needs. The two keys that cannot be changed are Headset and In-Calls.

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Your telephone’s controls

In-Calls Key

Headset Key

Press the In-Calls Key to answer incoming ACD calls. The In-Calls Key provides easy access to your Primary or ACD Directory Number of the agent position.

Press the Headset Key to toggle back and forth between headset and handset. It is common to both the agent and the supervisor. The headset indicator is lit when active.

Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended that the headset user try using the headset with each of the three settings on internal and external calls. This helps determine which works best. As with all Meridian Digital Telephones, amplified and unamplified headsets are supported.

Supervisor Key

Note 1: If you have the handset option installed, press the Headset Key to switch between headset and handset. The handset is an optional hardware item. If you order the handset option kit, it is recommended that your system administrator install the equipment.

Note 2: Use the Amplified Headset setting if you are using the amplified headset.

From an agent set, press the

Supervisor Key to access a supervisor.

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Call Agent Key

Emergency Key

Not Ready Key

Your telephone’s controls

From a supervisor set, press the Call

Agent Key (optional key cap) and dial an

agent’s secondary DN to communicate directly with the agent. Alternatively, if you configure an Agent Programmable Feature Key (not one of the Fixed Feature Keys) on the supervisor set for each agent, press the Call Agent Key followed by the associated Agent Key.

Press the Emergency Key to join the supervisor into a call when judged to be an emergency situation. It can also be used to add a recording device automatically.

The Emergency key is on the agent set.

Make Busy Key

Activity Code Key

Press the Not Ready Key to put the

agent position in a Not Ready state. The Not Ready state takes the agent out of the ACD queue without logging the agent out. The Not Ready state allows the agent to perform and record post call processing duties connected to ACD calls. This key is common to both agent and supervisor sets.

Press the Make Busy Key to log out of the ACD queue and agent position. This key is common to both agent and supervisor sets.

Press the Activity Code Key and enter the appropriate line of business (LOB) code to record the activity the agent is performing.

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Your telephone’s controls

Answer Emergency Key

Answer Agent Key

Observe Agent Key

Display Queue Key

Press the Answer Emergency Key on the Supervisor ACD telephone to answer agent emergency calls.

Press the Answer Agent Key on the Supervisor ACD telephone to establish a direct connection to the supervisor from an agent position.

Press the Observe Agent Key (on the supervisor ACD telephone) to monitor the activity on the agent’s telephone.

DsplyQueue

Supervisor Observe Key

Press the Display Queue Calls Key on the agent’s ACD telephone to display incoming calls waiting information.

The Display Queue Calls Key on the supervisor’s ACD telephone displays to the supervisor information on the number of manned agent positions, the number of calls waiting in the incoming call queue, number of calls logically queued, and the waiting time of the oldest call in the ACD queue.

Press the Supervisor Observe Key (LED) to allow a walk-around supervisor to plug the headset into the headset jack at the side of the agent’s telephone and monitor or join the conversation between the agent and the Call Center caller.

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Application Keys

Quit Key

Copy Key

Navigation Keys

Primary Directory Number

Your telephone’s controls

Press the Quit Key to end an active application without affecting the state of any call on the telephone.

Press the Copy Key to copy entries from the corporate directory to the personal directory.

Press the Navigation Keys to move up, down, right, and left through features, menus, and application functions on the display.

The lower-right key of your programmable keys is the ACD Primary Directory Number (DN) Key which is the same as the In-Calls Key. On an ACD set there can be a Primary ACD Directory Number, as well as an Individual Directory Number.

Individual Directory Number

The Individual Directory Number is the second Directory Number for the telephone. You can make outgoing calls on this number and receive incoming calls. The Individual line can be configured to have all the standard functions of a regular telephone line.

Note: You have only one Primary Directory Number assigned to your telephone. You can have additional Directory Number (DN) Keys assigned to your telephone.

Message Key

The Message Key can be configured as Key 17 and appears in the area of the

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Your telephone’s controls

Context Sensitive Soft Keys. In this configuration, you will only see it appear when you go off hook. In addition, it will only dial your voice mailbox when you have a message waiting. As an alternative, a Message Key may be configured as a Programmable Line/Feature Key (self-labeled). This configuration allows you to dial your voice mailbox whether or not you have a message waiting.

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Avaya 3905 Digital Deskphone

Your Digital Deskphone provides easy access to a wide range of business features.

Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required.

Note: In this document Call Center telephone and the Automatic Call Distribu- tion (ACD) telephone are interchangeable terms for the Avaya 3905 Digital

Deskphone.

Your telephone display information

Avaya 3905 Digital Deskphone Display

The upper portion of the display on the Avaya 3905 Digital Deskphone gives call status information; the lower display area is a two-line feature information display (see figure below).

Note: Refer to “Your Telephone’s Controls” on page 15 for more information

on the display and specialized key information.

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Options List

The Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through procedures and keep you informed on the status of the following settings: Language, Change feature key label, Screen contrast, Volume adjustment, Ring type, Call log options, Live dial pad, Preferred name match, Area code set-up, Call timer enable, Date/time format, Key click enable, Headset type, Headset port on call, Headset port external alerter, and Display diagnostics.

To change any option’s setting:

Options

Select

Done

Quit

Options

Note: If you press the Quit Key or Options Key before you press the Done Key, you exit the Options List without saving your changes.

1. Press the Options Key.

2. Use the Navigation Keys to scroll up or down through the options list.

3. Press the Select Key when the desired option is highlighted.

4. Change the option’s settings. Refer to the following pages for details. The display also provides you with information to adjust your selection.

5. Press the Done Key to save your changes.

6. Press the Quit Key or Options Key to exit.

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Options List

Select a language

The display is available in multiple languages. After you select Language. . . from the Options List menu;

1. Use the Navigation Keys to high-

light the desired language (e.g., German).

Deutsch

Select

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

2. Press the Select Key.

Change a Feature Key label

From the Options List you can change the name on the Programmable Line (DN)/Feature Keys (self-labeled). These keys are located on both sides of the top portion of the display area.

To change a Feature Key label:

1. Press the down Navigation Key

once to highlight Change feature key label.

Change feature key label

Select

2. Press the Select Key.

This action takes you to the Feature

Key menu and highlights Change

feature key label.

3. Press the Select Key again.

The prompt asks you to select the

Feature Key you want to change.

AutoDial

4. Press the Programmable

Line/Feature Key whose label you

want to change (e.g., AutoDial).

5. Press the Dial Pad Key that is

printed with the first letter in your new label. Press the key until the

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Options List

correct character appears.

Note: Use the Case Key to change the case of the letter, as needed. Press the Up Navigation Key to access special characters you may want to include in the label. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the

Return Key to return to label entry without selecting a special character.

6. Press the right Navigation Key once to move the cursor (so you can enter the next letter) when the desired letter appears.

7. Repeat steps 5 and 6 until you have changed the entire label.

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

Note: For a detailed example of using the dial pad to enter text into your Avaya 3905 Digital Deskphone, see “Add a Personal Directory entry” on page 91.

To restore one key label to the original:

1. From the Feature Key menu, use the down Navigation Key to highlight Restore one key label.

Restore one key label

Select

Purchasing

2. Press the Select Key.

3. Press the Programmable Line

(DN)/Feature Key (self-labeled) that

you want to restore to the original label (e.g., Purchasing).

Press the Done Key to return to the Options List menu. Press the Quit Key or Options Key to exit.

Note: You cannot change the label on the primary DN. You can press the Shift Key, if the label you want to change is on the second layer of Programmable Line/Feature Keys (self-labeled).

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Options List

Adjust Screen contrast

The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from the Options List menu;

Lower Higher

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Contrast screen, press the

Lower Key to decrease the display

contrast level, or press the Higher Key to increase the display contrast level.

Adjust volume

Use the Volume adjustment option to select a comfortable sound level for the various audio signals.

Note: After you select Volume adjustment. . . from the Options List menu, a list of adjustable items for your telephone model appears. It is recommended that you adjust these parameters while you are on a telephone call so that you can judge the impact of the changes your are making.

To adjust the Ringer volume:

Ringer

Lower Higher

1. Select Ringer from the Vol ume

menu.

2. Press the Lower Key to decrease

the ringer volume, or press the

Higher Key to increase the ringer

volume.

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

Use the procedure above to adjust the volume on the following items:

Buzzer

Speaker

Handset listen

Headset listen

Headset talk

Headset sidetone

Note: Headset sidetone is the sound of your own voice that you hear in the

Page 28

Options List

headset speaker.

Page 29

Options List

Choose Ring type

The Ring type option allows you to choose from among the various ringing sounds available for your telephone model. After you select Ring type. . . from the Options List menu;

1. Use the Navigation Keys to scroll

through the list of ring types.

Ring type 3

Play

Select

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

2. Press the Play Key to sample a ring

tone.

3. Press the Select Key to activate the

desired ring type.

Select Call Log options

The Call Log options setting provides a choice of logging all incoming calls, logging only the unanswered calls, or not logging any calls. The Call Log holds up to 100 different incoming entries. After you select Call log options from the Options List menu;

From the Log options menu, use the Navigation Keys to highlight and select either:

Log all calls

Log unanswered calls

Log all calls

or Log unanswered calls

Note: New call indication must be set to On, if you want Call Log notification.

Press the Done Key to save the selection. Press the Quit Key or Options Key to exit.

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Options List

Live dial pad

The Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live dial pad from the Options List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Live dialpad screen, press the On Key to turn on Live dial pad, or press the Off Key to turn off Live dial pad.

Preferred name match

The Preferred name match option displays the names of incoming and outgoing callers as stored in your Personal Directory, if the telephone number matches the one stored in your directory. This option allows you to personalize the displayed names for incoming and outgoing calls. After you select Preferred name match from the Options List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Name match screen, press the On Key to turn on Preferred name match, or press the

Off Key to turn off Preferred name

match.

Area code set up

Using the Area code set-up option causes the Callers List and Calling Line ID (CLID) display to show the number/extension followed by the area code/prefix in parenthesis. This makes it easier to identify local calls and internal calls. You can define up to three codes. After you select Area code set-up from the Options List menu

1st Code: 408 2nd Code: 3rd Code:

Use the Navigation keys to place your cursor in the first line and enter an area/country code of your choice.

Note: You can enter up to three codes of your choice.

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Options List

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

Call timer

The Call timer enable option measures how long you are on each call. After you select Call timer enable from the Options List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Call timer screen, press the On Key to turn on the Call timer, or press the Off Key to turn off the Call timer.

Date/time format

There are eight Date/time formats. Four formats are based on the 12-hour clock and four are based on the 24-hour clock. After you select Date/time format. . . from the Options List menu;

Use the Navigation Keys to scroll through the eight formats. The sample formats appear on the upper-right side of the display area.

Format 3

Press the Done Key to select the highlighted format. Press the Quit Key or

Options Key to exit.

Key click

The Key click option causes the handset or speaker to produce a clicking sound when you press the telephone keys. After you select Key click enable from the Options List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Key click screen, press the On Key to turn on Key click, or press the Off Key to turn off Key click.

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Options List

Headset type

The Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplified. Select the setting that works best for the headset that you are using. For more information, see“Call Center headset interface” on page 34). After you select Headset type from the

Options List menu;

From the Headset type menu, use the Navigation Keys to highlight and select either:

Type 1

Type 2

Amplified

Press the Done Key to save selection. Press the Quit Key or Options Key to exit.

Type 1 headset

or Type 2 headset

or Amplified headset

Headset port on call

The Headset port on call option requires that a lamp-type accessory be connected to the headset port. When the Headset port on call option is activated and the user is on a call, the lamp lights providing an indication that a call is in progress. After you select Headset port on call from the Options

List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

Note: Additional equipment is required to implement this option. For more information please contact your Avaya distributor.

From the On call screen, press the

On Key to turn on Headset port on

call, or press the Off Key to turn off Headset port on call.

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Options List

Headset port external alerter

When the Headset port external alerter option is activated, it supports a visual or audible alerter and/or recorder device. This device plugs into the Headset port, which is located on the bottom of the telephone. After you select Headset port ext alerter from the Options List menu;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

Note: Additional equipment is required to implement this option. For more information please contact your Avaya distributor.

From the External alerter screen, press the On Key to turn on Headset port external alerter, or press the Off Key to turn off Headset port external alerter.

Display diagnostics

The Display diagnostics option tests the functionality of your telephone’s display screen and indicator lights. This option also provides information on the firmware currently in use on your Avaya 3905 Digital Deskphone. After you select Display diagnostics from the Options List menu;

Use the up or down Navigation Key

Press the Done Key to return to the Options List menu. Press the Quit Key or Options Key to exit.

to scroll through the list and view the changing display screens.

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Call Center headset interface

The Avaya 3905 Digital Deskphone is compatible with most headsets.

Freeing your hands while on the job

The Headset Key controls a headset that is connected to the headset jack. The Headset Key is a Fixed Feature Key on the lower left of the phone. The headset jack is on the back of the Avaya 3905 Digital Deskphone. Both direct connect, or unamplified headsets, and amplified headsets can be used with the Avaya 3905 Digital Deskphone headset jack.

Headset, Handset, and Supervisor Jacks. The headset and

handset jacks are located on the back of the Avaya 3905 Digital Deskphone. The jack on the side of the Avaya 3905 Digital Deskphone is the Supervisor jack that is used in conjunction with the Supervisor Observe Key.

Switching between the handset and the headset

If you use a headset, the Avaya 3905 Digital Deskphone has a Headset Key to turn the headset on and off. The Headset Key is used to switch between the headset and the handset mode of operation. The LED lights steady to indicate that you are in headset mode.

If you have the handset option installed, press the Headset Key to enter handset mode. The Headset Key LED goes off, and all calls are presented to the handset. Lift the handset and press a DN or In-Calls Key to receive calls. To make outgoing calls with your handset, lift the handset and press an

Individual DN key to receive dial tone. If you wish to return to headset mode,

press the Headset Key. The Headset Key LED will go on, and all calls will be presented to the headset.

Headset Options Feature. There are three settings provided for the

headset connection. Use the Options feature to choose Type 1, Type 2, or Amplified to adjust the gain that works best with the type of headset that you are using. For an amplified headset, choose the Amplified Headset setting in the Options list.

Volume Control with Amplified Headset. To control the volume,

use the volume control bar on the telephone and the switch on the amplified headset. Adjust the telephone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the amplifier should have a higher setting than the telephone volume control.

Volume Control with Direct Connect, or Unamplified Headset. To control the volume, use the volume control bar on the telephone or

Page 35

Call Center headset interface

adjust the volume setting in the Options Menu.

Note: Refer to your distributor for the latest product bulletin from Avaya recommending headset types for use with the Avaya 3905 Digital Deskphone.

Page 36

Call Center agent/supervisor features

This section describes features and procedures for both the Call Center agent and the supervisor.

Agent Login

1. Press the Make Busy Key until the

indicator turns on.

2. Press the In-Calls Key.

3. Dial your four-digit agent ID. You are automatically in the Not Ready state and in the current ACD queue.

4. Press the Not Ready Key when you

are ready to accept ACD calls. The LED for the Not Ready Key goes off.

Note: You must press the Headset Key the first time you log in, if using a direct connect headset.

Agent Login Enhancement

This feature provides two new options to ensure that only assigned agents are able to log into an ACD group:

• Partitioning of agent login identification numbers between customer groups

• Agent login password option

Each time an agent enters an identification number, a check is made to determine if the set being used is associated with the same customer group as the identification number.

If this check is successful and the password option has been assigned, the agent receives a special dial tone. The agent must enter a four-digit password (a number in the range 0001 through 9999). When the password is accepted, the agent is logged into the ACD group. If a checks is unsuccessful, a reorder tone is given.

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Agent Logout

Call Center agent/supervisor features

If the password option is assigned:

After you enter your four-digit agent ID, you receive a special dial tone. Enter you four-digit password.

If your password is accepted, you are logged in. If the system does not accept your password, you will hear reorder (fast busy) tone.

Press the Make Busy Key and disconnect the headset. The LED indicator lights continuously.

Pressing the Make Busy Key once causes the lamp to light solid “on,” indicating that Make Set Busy is active for all directory number appearances on the set.

Pressing the Make Busy Key a second time causes the lamp to flash, indicating Make Set Busy is active for the ACD In Calls Key, but deactivated for the secondary directory number(s) on the set.

Note: If you press the Make Busy Key while on an ACD call, you will be logged out automatically when the call is finished.

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Agent features

This section explains the features that are available to ACD agent positions.

Activity Code Fixed Key to activate Line-of-Business code

The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing.

The code is sent to a customer-premises downstream processor through the MIS interface. The ACD supervisor assigns the codes.

The Meridian SL-100 switch tracks items such as the number of specific types of calls, and the holding times for these calls. Use the Activity Code Fixed Key or the LOB Code Programmable Feature Key to activate the LOB code.

1. While on an active ACD call, press

LOBCode

the Activity Key.

2. Dial the three-digit code which reflects the type of call you are handling. The digits are shown on the display as you enter them. If you make a mistake, press the Activity Key again and re-enter the correct digits.

Repeat steps 1 and 2 if doing multiple tasks. You can enter up to three activity codes per call.

Answer Call Center Calls

The In-Calls Key is the lower right-hand key on the ACD terminal set. The

In-Calls Key is the main ACD extension (Primary DN). The In-Calls Key

allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the In-Calls Key a second time.

To make outgoing calls and to accept non-ACD calls, the ACD user can have

Page 39

Agent features

one or more non-ACD DNs (Individual DNs).

Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-Calls Key. You do not pickup the call, it is sent to your line.

Note 2: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.

Your phone rings and the In-Calls indicator flashes:

To answer an ACD call, press the

To end an ACD call:

In-Calls Key. The caller is connected

and the indicator lights continuously.

Press the Goodbye Key.

Wait for the caller to terminate the call.

Call Forcing

The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between each incoming call that is defined by the system administrator. After the time interval is up, the agent hears a tone through the headset and Call Forcing automatically connects the incoming call to the agent.

You hear a short tone. The In-Calls

indicator lights continuously and the ACD call automatically goes to the agent position.

Multistage Queue Status Key/Lamp

The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides information about the incoming call queue of any ACD group. Three thresholds, T1, T2, and T3, are created by your supervisor. The thresholds represent wait time in queue of the next call to be answered or number of calls in queue.

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Agent features

The MSQS Key/Lamp feature can be activated by any of the following actions:

• you log in

• an ACD call is presented to your position

• you activate the Not Ready feature

Once activated, the lamp status reflects the queue status as shown in Table 2.

Note: The MSQS feature can be assigned to a fixed key with the optional cap

Dsplay Queue, or it can be assigned to a programmable line/feature key with the label DisplayQue.

Table 2: MSQS lamp and queue status

Indicator Queue Status

Off Less than or equal to T1

On Greater than T1 and less than T2

Flash Greater than T2 and less than T3

Wink Greater than T3

Display Queue Threshold (MSQS enhancement for agents)

The Display Queue Threshold feature allows an agent or supervisor to view the number of calls waiting in the queue, or how long the first call in the queue has been waiting. The Display Queue Threshold feature can be assigned to a fixed key with the optional key cap Dsply Queue, or it can be assigned to a programmable line/feature key with the label DispQTh.

To display the queue threshold for your Meridian SL-100 ACD group:

1. Press the Dsply Queue Key, or the

Dsply Queue

Display Que

DispQTh programmable line/fea-

ture key.

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Agent features

T1 T2 T3 CALLQ 3

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2. Your display shows information

similar to the example above.

The labels T1, T2, and T3, represent the threshold wait time for the call at the front of the queue or the number of calls in the queue. The number below CALLQ indicates the number of calls in the queue (in some systems CALLQ is replaced by WAIT, which indicates the actual waiting time in seconds, for the first call in the queue).

Number of calls in the queue

553-9094

5551234 T2 CALLQ 026

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3. In some systems, a summary of the

queue threshold is shown on the

Number of calls in the queue

553-9095

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Agent features

Emergency Key

When you have an emergency situation:

display each time a call is presented to your position. The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold.

In some systems, this information is also displayed when the Not Ready feature is active. The information is updated regularly and is visible until the Not Ready feature is turned off.

Press the Emergency Key. The indicator flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference with your supervisor, or you can automatically connect a tape recorder in the event of a threatening or abusive call.

The Emergency lamp flashes on the Agent set, and the Answer Emergency lamp flashes on the Supervisor set.

Note: The display shows information about the call. Write down this information for future reference, before you press the

Emergency Key.

Make Busy

The Make Busy feature logs an agent out when going for breaks, lunch, or end of day. When the Make Busy feature is in use, the ACD agent must log back into the ACD queue, if the agent has an agent log in.

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To make the set busy:

To make your phone available for incoming secondary directory number calls:

To put your phone into Not Ready state (after making it busy):

Agent features

Press the Make Busy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed.

Press the Make Busy Key again. The indicator lamp is flashing and the display goes away.

1. Press the Make Busy Key again.

2. Press the InCalls Key.

3. Dial your Agent Id. You are

automatically in the Not Ready state and in the current ACD queue.

4. Press the Not Ready Key when you

are ready to accept ACD calls.

Note: If you are using an agent ID, you must log in again to take ACD calls.

Not Ready Key

The agent uses the Not Ready Key, when performing post-call work.

When you need time to catch up on post-call processing work:

1. Press the Not Ready Key. This

takes you out of the queue.

Note: The non-immediate cutoff option must be enabled in the Meridian SL-100 system so that an active call is not terminated when the Not Ready Key is

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Agent features

pressed.

When you are ready to take ACD calls again:

2. Press the Not Ready Key again.

Answer or Make Non-ACD Calls

The individual DN allows the user (agent) to make outgoing calls and to receive non-ACD incoming calls. If the agent does not have an active call when the Individual line flashes, the agent can press the individual DN line and answer the call.

To make a non-ACD call:

2498

To answer a non-ACD call, when the telephone rings:

2498

Contact your supervisor

To answer your supervisor when your phone rings and the Supervisor indicator flashes:

1. Press an Individual DN Key.

2. Dial the number you wish to call.

Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller.

Press the Supervisor Key.

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If you are on a call and hear a buzz and the Supervisor indicator flashes:

To call your supervisor:

To return to the ACD call:

To Conference a call with your Supervisor, during a call in progress:

Agent features

1. Press the Hold Key.

2. Press the Supervisor Key.

Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold.

Press the In-Calls Key.

1. Press the Emergency Key. The

Emergency indicator flashes while your supervisor is called.

2. When your supervisor answers, the

Emergency indicator goes on. You now have a three-way conversation with the supervisor and the caller.

Walkaway and Return from Walkaway

Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state.

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Agent features

To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):

1. Press the Not Ready Key.

To return from Walkaway:

2. Enter the three-digit unavailability code provided by the system administrator. The Not Ready indicator remains on steady.

3. Disconnect the headset, if leaving the Agent position.

Note: The non-immediate cutoff option must be enabled in the Meridian SL-100 system, so that an active call is not terminated when the Not Ready Key is pressed.

1. Connect the headset.

2. Press the Not Ready Key next to the flashing indicator.

Note 1: If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode.

Note 2: On the Meridian SL-100 system, a call on hold prevents you from activating the Not Ready Key.

Transfer to InCalls Key

This feature enables the Call Center agent to transfer an incoming Call Center or ACD call directly to another agent’s InCalls Key in the same customer group. When the second agent is idle at the time the call is transferred, the call is presented to that agent’s InCalls Key; otherwise, the call is queued in a Call Transfer Queue (CTQ).

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To transfer an incoming Call Center or ACD call to another agent’s InCalls Key:

Agent features

1. Press the Transfer Key. The other

party is on hold, and you receive dial tone. The LCD indicator light flashes continuously.

2. Dial the second agent’s InCalls Key

directory number.

3. Press the Goodbye Key.

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Call Center supervisor features

You can assign any feature listed in the “Agent features” section to the supervisor’s telephone (except Supervisor key), as well as the features described in this section.

Agent Keys

The Call Agent Keys feature allows you to connect to each agent position. Each Agent Key is linked to a particular agent position. Press the Call Agent Key then the Agent Key for the particular ACD agent, or dial the secondary or individual agent number, to be connected to a particular agent position.

Agent Keys also function as an Agent-Status Lamp for each agent and allow

you to track the status of each position in the group. The following shows the meaning of the LCD indicator associated with an Agent Key:

Indicator Agent Status

OFF Agent position unmanned (Make Set Busy Activated)

ON Agent handling an ACD call

FLASH Agent waiting on an ACD call

WINK Agent busy on post-call work (Not Ready Activated)

Answer Agent

When your phone rings and the Answer Agent indicator flashes:

To disconnect an agent call:

1. Press the Answer Agent Key.

2. Press the Goodbye Key.

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Answer Emergency

When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes:

To disconnect from the emergency call:

Call Agent

To call an agent:

Call Center supervisor features

1. Press the Hold Key if you intend to

return to the call in progress.

2. Press the Answer Emergency Key.

Press the Goodbye Key.

Call Agent

Agent1

To leave Call Agent state:

1. Press Call Agent Key.

2. Press the Agent Key assigned to

the agent or dial the agent’s position ID.

Press the Goodbye Key.

Use Supervisor Observe and the Supervisor Headset Jack

The Supervisor Observe Key is located in the upper left corner of the Avaya 3905 Digital Deskphone. It has an associated LED.

A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor Observe Key on an agent’s

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Call Center supervisor features

telephone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.

To use the Supervisor Observe feature, the supervisor plugs the headset into the agent telephone.

To use the Supervisor Observe feature for a two way conversation:

While the headset is plugged in, press the Supervisor Observe Key. The LED lights continuously and the supervisor can participate in the conversation.

To mute the Supervisor headset:

Press the Supervisor Observe Key a second time and then put the supervisor headset on mute. The LED turns off.

Controlled Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold, Controlled Interflow forwards calls to a predefined target queue.

The supervisor activates Controlled Interflow when the waiting time for the queue exceeds its threshold.

To activate Controlled Interflow:

ConIntrFlw

To stop Controlled Interflow:

ConIntrFlw

Night Service

To enter Night Service:

NightSvc

Press the Controlled Interflow Key. The indicator flashes and excess calls are routed to the destination.

Press the Controlled Interflow Key again.

Press the Night Service Key.

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Exit Night Service:

Call Center supervisor features

The indicator lights continuously. All calls in the queue and new calls receive Night Service, or are handled in a way designed for your system.

NightSvc

Observe Agent

To observe an agent:

Agent1

To talk to an agent you are observing, and participate in the conversation:

Press the Night Service Key a second time.

The indicator goes off. New calls enter the queue.

1. Press the Observe Agent Key. The

Observe Agent indicator goes on.

2. Press the Agent Key or dial the

agent’s position InCalls number. You can listen to the agent and caller’s conversation.

Repeat this step to observe another agent.

Call Agent

To leave the Observe state:

1. While observing an agent. Press the

Call Agent Key. You now have a

conference with the agent and the caller.

2. Press the Goodbye Key.

Note: You cannot observe an agent if the agent’s call is on hold or if no calls are in progress.

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Call Center supervisor features

Display Agent Status

The Display Agent feature gives you a summary of the current status of all agent positions for which you have Agent Keys information displayed.

DisplayAgt

Agent positions not logged in

Agent positions available to receive calls

1. Press the Display Agent Key. The display shows a summary of the current status of all agent positions in the ACD group. If you supervise other ACD groups, you need a Dis-

play Agent Key for each group.

2. Press the Goodbye Key to clear the

display.

NMD IDL NR SDN ACD 1 2 1 0 8

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Agent positions on active ACD calls

Agent positions logged in but currently on non-ACD calls

Agent postions logged in but temporarily unable to receive calls

553-9096B

3. Your display shows information similar to the example above.

Note: The information is displayed for 12 seconds, until you press another feature key, or until a call is presented on your

In-Calls Key.

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Call Center supervisor features

Display Queue Status

The Display Queue Status feature allows you to access the status of calls in an ACD Queue. Information displayed includes: number of calls waiting in the queue, number of agents’ positions occupied for that queue, and the call waiting time (seconds) for the oldest call in the queue. To display information on your ACD queues:

Dsply Queue

Number of calls waiting in the ACD call queue

Number of calls logically queued for this group

DispQue

1. Press the Dsply Queue Key or

Waiting Calls Key for the ACD

group you wish to display.

INC LOG AGT WAIT 1 0 6 14

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2. Your display shows information

similar to the example above.

Note 1: The Dsply Queue Key can be configured on your Avaya 3905 Digital Deskphone as a fixed key (using the Display Que key cap) or as a Programmable Line/Feature Key (self-labeled) that displays DisplayQue.

How long (in seconds) the first call in the highest priority queue has been waiting for an agent

The number of agent positions available to answer calls

553-9096C

Note 2: The information is displayed for 12 seconds, until you press another feature key, or until a call is presented on your In-Calls Key.

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Your telephone non-ACD call features

This section describes some non-ACD features commonly used for call processing. Your telephone system administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes, ask your telephone system administrator to provide these to you.

To access a feature, press a Feature Key or enter a Feature Access Code (FAC). The system administrator supplies you with Feature Access Codes.

Note: In order to use a feature described in this section, your system software must support the feature and the feature must be assigned to your telephone. Check with your system administrator for more details.

Make a Call

This section describes features you can use when making a call. There are several ways to make a call from your Avaya 3905 Digital Deskphone.

Note: If your Avaya 3905 Digital Deskphone is equipped with a handset, you must lift the handset and press a DN or ACD DN to get a response in the handset.

To make a call:

2498

1. Press the Individual DN Key (non-ACD Key).

2. Dial the number.

Note: If you are not in Not Ready or Make Busy mode while you are on a call on your Individual DN line, the call is put on hold enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual DN line, you cannot put your ACD call on hold to answer your Individual DN line call.

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Make a Call

Predial feature

The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number.

To use Predial:

1. Dial the number.

Note 1: If you are calling an external or long distance number, be sure that the appropriate access codes are included.

Note 2: Press the Pause Key to insert a

1.5-second pause in the dialing string.

2637

2. Press an Individual Line (DN) Key

to receive dial tone.

The displayed predialed number is automatically dialed.

Note: You cannot use the Predial feature if the Live dial pad feature is active.

Auto Dial

Auto Dial allows you to dedicate a feature key to a specific telephone number. When the Auto Dial Key is pressed, the number is dialed automatically.

To program Auto Dial:

2498

Purchasing

To use the Auto Dial number:

AutoDial

1. Select an Individual DN Line.

2. Press the associated Auto Dial

Key. This automatically dials the number.

1. Press the configured Auto Dial

Key. The number appears on the display.

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Make a Call

To display an Auto Dial number:

AutoDial

1. Press the appropriate Auto Dial Key.

2. Dial the telephone number (including access code) you want to store on the Auto Dial Key.

3. Press the Auto Dial Key a second time. The number is stored on the key you selected.

Note: Use the Change feature key label option (Option Key) to personalize the Auto Dial label.

Redial Last Number Called

Last Number Redial allows you to automatically redial the last number you dialed.

Last Number Redial:

2498

1. Press a line key.

2. Press the Octothorpe (#) Key two times. The last number dialed is automatically redialed.

Note: Your system administrator must configure this feature for your telephone.

Activate Ring Again

The Ring Again feature allows you to automatically redial a number that is busy. If you receive a busy tone when you try to reach someone in your private network, press Ring Again. The activated Ring Again features provides you with an audible tone notification when that person is available or has used the telephone.

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To use Ring Again:

Make a Call

1. Dial an individual DN and receive a

busy tone.

RingAgn

2. Press the Ring Again Key.

The screen displays RING AGAIN IS ACTIVE.

To call a Ring Again party when you receive notification:

2498

When the number you want to reach is available you hear the Ring Again tone.

1. Press the Individual DN Key, you

receive dial tone.

RngCall

To cancel Ring Again before notification

CanclRA

2. Press the Ring Call Key.

Press the Cancel Ring Again Key.

The screen displays RING AGAIN IS CANCELLED.

Speed Call

Speed Call allows you to automatically dial frequently called telephone numbers by entering a one- or two-digit code. Contact your system administrator to determine the capacity of your Speed Call list. A telephone designated as a Speed Call Controller can program or edit the Speed Call list. This feature must be enabled by your system administrator.

To store or change a Speed Call number:

SpcCtrl

1. Press the Speed Call Con-

troller Key. The screen dis-

plays ENTER CODE, THEN NUMBER.

2. Dial a one- or two-digit code.

Use the Delete Key if you make a mistake. Use the

Cancel Key to leave the

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Make a Call

screen without storing a speed call number.

Note: A dash is automatically inserted after the required number of digits have been entered.

3. Dial the associated telephone number. Use the Delete Key or Cancel Key if you make a mistake. Use the Done Key to leave the screen without storing a speed call number.

Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number.

Note 2: Press the Pause key to insert a

1.5-second pause in the dialing string.

Done

To make a Speed Call:

1. Lift the handset.

SpcCtrl SpcUsr

4. Press the Done Key to save the code and number.

2. Press the Speed Call

Controller Key or the Speed Call User Key. The screen

displays ENTER CODE.

3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed.

System Speed Call (Network Speed Call)

System Speed Call (Network Speed Call) allows you to dial Speed Call codes and override all restrictions while on the call. The System Speed Call feature is set up by your system administrator on the system. It is a speed dial number that is common to many users, therefore it is set up on the

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system, not your desktop telephone.

To make a System Speed Call:

Make a Call

2498

SSCuser SScCtlr

1. Press the Individual DN Key.

2. Press the System Speed Call

User Key or System Speed Controller Key.

3. Dial the Speed Call code assigned

to the number you want to dial.

The number is automatically dialed.

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Make a Call

Intercom Call

The Group Intercom feature connects a group of people through a

Gpintercom Key. You can use the Group Intercom feature to call a member

of your intercom group by pressing a one-, two-, three-, or four-digit code (depending on the size of your group). Your telephone can be a member of several different Group Intercom groups. Each group must have a different

Gpintercom Key. Your system administrator must set up the intercom

group(s).

To make an Intercom call:

Gpintercom

To answer a Group Intercom call while on a line other than your Gpintercom line:

Gpintercom

1. Press the Gpintercom Key.

2. Dial the intercom code digit(s).

1. Press the Hold Key to put the current call on hold.

Press the Goodbye Key to end the call.

2. Press the Gpintercom Key and begin to speak.

Group Intercom All Call

The Group Intercom All Call feature connects members of a Group Intercom group with a conference. You can simultaneously page up to 29 predefined members of the same Group Intercom group. Group members hear the page over their telephone set speaker and can respond to the originator, if required. Your system administrator must set up this feature.

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To make a Group Intercom All Call conference:

Make a Call

Gpintercom

1. Press the Gpintercom Key.

2. Press the Octothorpe (#) Key

to activate the Group Intercom All Call feature. You hear ringing.

Note: Members can enter or leave the conference, or you can page the members.

3. To page members who have

not answered, press the

Gpintercom Key again to

establish the one-way paging link.

4. Make the page

announcement, which is heard by members over their built-in speaker.

5. Press the Gpintercom Key again to

close or lock the conference.

Note: You can only page once. Members can enter or leave the conference before it is locked. When it is locked or closed, any additional Gpintercom presses are ignored.

Intercom Call on a Predesignated Set

The Intercom feature allows you to directly, automatically terminate on a Predesignated telephone set. Your system administrator must set up this feature.

To make an Intercom call to a Predesignated Set:

Intercom

1. Press the Intercom Key. You hear

ringing.

2. The other party hears ringing and

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Answer a Call

their Intercom Key lamp flashes.

3. The other party can answer the call by pressing the Intercom Key.

After a two-second delay, an automatic connection is made, and the other party can hear the message over the speaker.

Individual Page from Group Intercom

The Individual Page from Group Intercom feature allows a Group Intercom member to page another group member using the Handsfree speaker.

To make an Individual Page from Group Intercom:

Gpintercom

1. Press the Gpintercom Key.

2. Dial the appropriate Group Intercom code digits.

3. After the first ring, press the

Gpintercom Key again. A

one-way connection is established, and you can talk over the speaker.

Answer a Call

When you receive an incoming call on your Individual DN Key, your telephone rings and the LCD indicator flashes.

To answer a call:

2498

Note: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. However, you can terminate a call by replacing the handset in the cradle.

Press the Individual DN Key to answer a non-ACD call. The icon beside the Individual DN Key flashes.

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While you are away from your desk

Call Forward

On an ACD set, Call Forward can only be used on your Individual DN. It cannot be used in conjunction with your ACD DN. Call Forward allows you to transfer your Individual DN calls to ring at another DN. If the telephone is in the process of ringing, you cannot forward that call.

To forward your personal directory number calls or change the forward number:

Forward

Done

To view the number that your calls are being forwarded to:

CheckFw

1. Press the Forward Key.

The previously stored forward number appears, if one exists, and the screen displays ENTER FORWARD NUMBER.

2. If desired, enter a new

number. The existing number is automatically deleted. If you make a mistake, use the

Delete Key to delete the

previous digit(s). Press

Cancel to leave this screen

without forwarding your telephone.

3. Press the Done Key to activate Call

Forward.

1. Press the Check Forward Key.

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While you are away from your desk

Done

2. Press the Done Key to return to the previous screen.

This action leaves Call Forward active.

To cancel Call Forward:

CheckFw

CanclFw

1. Press the Check Forward Key.

2. Press the Cancel Forward Key.

Forward an Internal Call (Call Forward Busy/Don’t Answer Split)

The Call Forward Busy/Don’t Answer Split feature allows you to:

• Forward an incoming call that originated internally from a DN in the same customer group as you, to another DN in your customer group.

• Forward an incoming call that originated from a DN outside of your customer group, to another DN outside of your customer group.

By activating the Call Forward Busy feature your calls are automatically redirected to another telephone if your DN is busy. By activating the Call Forward Don’t Answer feature, your calls are automatically redirected to another station if you cannot answer the calls within a predefined number of rings. Contact your system administrator to set up this feature, and for the feature access code (FAC).

To forward an internal call to a predefined DN when your individual DN is busy or when you do not answer within a predefined number of rings:

To forward an internal call to a DN that has not been predefined by your system administrator:

Dial the appropriate FAC. You receive a confirmation tone if the Call Forward Busy or Call Forward Don’t Answer activation is successful.

1. Dial the appropriate FAC. You receive a confirmation tone if the Call Forward Busy or Call

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While you are away from your desk

Forward Don’t Answer activation is successful.

2. Dial the DN where you want

to forward your calls.

To cancel Call Forward Busy/Don’t Answer Split:

Dial the appropriate FAC again. You receive a confirmation tone.

Call Forward – Remote Activation

On an ACD set, the Remote Call Forward feature works only with your Individual DN. Remote Call Forward allows you (from any telephone other than your own) to activate, deactivate, or change call forwarding to a new destination.

To activate Remote Call Forward:

1. From a telephone outside the

system, dial your remote access directory number and wait for the prompt.

2. Enter your individual system

DN plus PIN number followed by the number sign.

3. Enter the Call Forwarding

authorization code followed by the number sign.

4. Follow the prompts to

activate, deactivate, or change Call Forwarding to a new destination.

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While on an active call

Place a call on Hold

Use the Hold feature when you are on the line with one party on your secondary or Individual DN, and a second call comes in on a second line. You can answer the second call and retain the original non-ACD call by putting it on Hold.

To place a call on Hold:

Press the Hold Key. The LCD

indicator flashes beside the line on hold.

Note 1: If Automatic Hold is enabled, the active call is automatically put on Hold when you answer the second call.

Note 2: On the Meridian SL-100 system, Automatic Hold is the default feature.

Note 3: The caller hears music, if music is configured on your system.

To retrieve a call on hold:

2498

Press the DN Key beside the flashing LCD indicator.

Transfer a Call

Use the Transfer feature to redirect a call on your Individual DN (non-ACD) to a third party.

To use the Transfer feature to direct a call to a third party:

Trans

1. Press the Transfer Key. The other party is on hold and you receive dial tone. The screen displays CALL ON HOLD, DIAL NUMBER.

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While on an active call

2. Dial the DN number where

you are transferring the call.

Swap

Connect

To go back to the original call, if the transfer is incomplete or the person you attempt to transfer to is unavailable:

2498

3. Press the Swap Key to move

between talking with the original caller and the new caller.

Press the Connect Key to complete the transfer.

The two callers are connected and your telephone is ready to make or receive new calls.

1. Press the Goodbye Key.

2. Press the Individual Line

(DN) Key next to the flashing LCD indicator or icon to reconnect to the original call.

Blind Transfer Recall

Blind Transfer Recall gives you a reminder tone when a call you transferred is not answered within a specific amount of time.

To use Blind Transfer Recall:

Trans

1. Press the Transfer Key. It puts the

call on hold and you hear dial tone.

2. Dial the number to which you want

to transfer the call.

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While on an active call

If the transferred call is not answered, your telephone rings:

2498

Trans

1. Press a DN Key. You connect back to the original caller.

2. Press the Transfer Key and repeat the transfer (to a different DN), if desired.

Note: Check with your system administrator about the length of your recall timer.

Call Park

Call Park allows a call to be held temporarily, then retrieved from any other DN. You can park an incoming call, then page the called party. When you use Call Park you do not tie up a line. Your office may have a System Park DN where most calls get automatically parked.

To Park a call on your own DN:

Park

1. While on an active call, press the

Park Key.

The screen displays PARK on the first line. On the next or bottom line, the screen displays CALL PARKED.

To Park a call on a DN other than your own DN:

DirectPark

This call is automatically parked into the system.

1. Press the DirectPark programmable line/feature Key.

2. Dial the DN where you want the call parked, or press the Octothorpe (#) Key twice to park the call on the System Park

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To Park a call using the FAC:

While on an active call

extension.

Trans

To retrieve a parked call

2498

DirectPark

1. Press the Transfer Key.

2. Dial the Call Park FAC

If you do not want the call parked on your own DN, dial a DN where you want to park the call.

1. Press a DN Key.

2. Dial the Call Park FAC or

press the DirectPark Key.

3. Dial the DN where you parked

the call.

Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your system administrator to determine your specified period of time.

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While on an active call

Charge a Call or Charge a Forced Call

Charge a Call or Charge a Forced Call allows you to enter a billing number for charge-back purposes. The account code can be from 2 to 14 digits. You may be prompted to enter an account code, or you may voluntarily enter an account code when an incoming call is answered. Check with your system administrator or supervisor for account codes and the feature access code (FAC).

To enter an account code when prompted by the Meridian SL-100 system:

1. Dial the telephone number

To enter an account code voluntarily when an incoming call is answered:

you are calling.

2. When prompted by the telephone system with a tone, dial the account code digits.

1. Answer the incoming call and ask the calling party to hold.

2. Flash the hookswitch.

3. Dial the FAC.

4. When you receive dial tone, dial the account code digits.

5. Flash the hookswitch again to return to the call.

Inspect Key

The Inspect Key allows you to be on an active call and display a second caller’s name without interfering with the current call in progress.

Note: If Auto Display is enabled, the Calling Line Identification for the

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second call automatically displays.

To view the name of a second caller while on a call in progress:

While on an active call

While on a call, you hear the call waiting tone.

Inspect

2498

1. Press the Inspect Key.

2. Press the flashing DN Key.

The call waiting information appears on the display.

Note 1: The display information on the incoming call does not interfere with the current call in progress.

Note 2: You can use the Inspect Key with other feature keys to display information associated with the feature keys.

Trace a Malicious Call

Malicious Call Hold provides a way for you to trace nuisance calls.

Note: If available on your system, Customer Originated Trace is another feature that provides a way for you to trace nuisance calls.

To trace a call:

MALCSHold

1. Press the Malicious Call

Hold Key.

2498

If you do not have a

MALCSHold key:

Trans

2. If you wish to return to the call,

press the DN beside the flashing LED indicator of the call.

1. Press the Transfer or 3-way

Call key.

2. The calling party is placed on hold

and you receive a special dial tone.

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Incoming calls

3. Dial the MALCShold FAC.

4. You are automatically reconnected to the calling party.

Incoming calls

Answer Call Pickup

Call Pickup allows you to pick up a call from any telephone in the same Pickup Group or another Pickup Group.

To answer a call in your own Call Pickup Group:

Pickup

To answer a call at a specific extension within your Pickup Group:

DNPickup

1. Press the DN key.

2. Press the Pickup Key.

1. Press the DN key.

2. Press the Pickup Key or dial the Directed Pickup FAC.

You will hear a special dial tone.

3. Dial the extension number of the ringing telephone.

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Incoming calls

Call Waiting

Call Waiting lets you put your current call on Hold, while you answer the next call. For example: The attendant routes an outside call to you when you are already on a call. Call Waiting allows you to recognize an incoming call and respond to it.

To answer an incoming call while on another call:

1. Press the Hold Key when you

hear a tone and the call waiting status icon appears.

Note: The Hold Key is optional. You can just press the Call Wait Key as in Step 2.

Call Wait

To return to your first telephone call:

or or

2498

2. Press the Call Wait Key to

answer the call.

1. Press the Hold Key if you

want to put the second call on hold.

Press the Goodbye Key to end the second call.

2. Press the DN key associated

with the first call to continue that conversation.

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Talk with more than one person

Set up a conference call

You can set up a conference call for up to six people (this includes yourself). Contact your system administrator to find out the maximum number of people you can join in a conference on your system. On the Avaya 3905 Digital Deskphone, this feature is available on your Individual DN Key.

To set up a conference call:

Conf

Swap Connect

If the person you added to the conference is unavailable:

1. While on a call, press the Confer-

ence

Key. The other party is on hold and you receive dial tone. The screen displays CALL ON HOLD, DIAL NUMBER.

2. Dial the number of the person you want to add to the conference call.

3. Press the Swap Key to move between talking with the original caller and the new caller.

4. Press the Connect Key to complete the conference.

1. Press the Goodbye Key.

2498

2. Press the Line (DN) Key with the flashing icon to return to your original call

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Call Join

Conf

To connect a call on Hold (on a different line) to your current call:

Talk with more than one person

1. Press the Conference Key.

2270

2. Press the key that has the

caller that you want to connect to your current call.

Connect

3. Press the Connect Key.

The person on Hold joins your conversation.

Preset Conference

The Preset Conference feature allows you to establish a preset conference with up to 25 conferees by dialing a specific directory number (DN). When the DN is dialed, the Preset Conference feature simultaneously rings all of the preselected conferees. Contact your system administrator to set up the predefined conferees and obtain the Preset Conference DN.

To activate Preset Conference after your system administrator sets up the predefined conferees:

1. Dial the Preset Conference DN

digits.

2. When the first conferee answers,

the conference begins. Other conferees are added to the conference as they answer.

3. When all conferees disconnect,

the conference is terminated.

Note: At least one member of the conference must be a telephone on the Meridian SL-100 system. When all members of the conference on the

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Call features

Meridian SL-100 system disconnect, the conference is terminated.

Call features

Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys.

Use Privacy Release

Privacy Release allows one or more people who share your non-ACD DN to join your call.

To use Privacy Release in an established state:

PrivRls

To cancel Privacy Release if another party did not join the call:

2498

1. Press the Private Release Key while you are on a non-ACD call. One person can now join the call, if they press the same non-ACD

DN key on their telephone.

2. Repeat Step 1 above to join additional appearances of the DN.

Press the non-ACD DN key for which the Privacy Release feature is active. If another party did not join the call, the Privacy Release feature will become inactive.

Paging

If your system is equipped with a paging system, you can page a person. Check with your system administrator to find out whether your system has this capability and to get the Feature Access Code.

To use Paging:

2498

1. Press your non-ACD DN key.

2. Dial the Paging Feature Access Code (FAC). A network connection is established with the paging

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Call features

access trunk. This provides access to loudspeaker paging equipment.

Busy Override

The Busy Override feature allows you to gain access to a busy station by pressing the ExeBusyOvd Key.

To activate Busy Override after receiving a busy tone:

ExeBusyOvd

1. Press the ExeBusyOvd Key.

Note 1: If Busy Override is valid for the station being called, you hear silence.

Note 2: If Busy Override is not valid for the station being called, you hear a reorder tone.

2. The connected parties hear a

Busy Override warning tone. After this tone, a three-way call connection is established.

3. You can disconnect the third

party from the called party by pressing the ExeBusyOvd Key again.

You can give a message to the called party and then press the Goodbye Key to release from the call

Note: If the called party has Busy Override with Call Waiting options, your call is call waited when active with Busy Override.

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Call features

Make an Announcement over the Call Page

Call Page allows you to make an announcement over the page system. To make a page call, dial the page access code.

Note: When attendant consoles use the Page Key, it overrides the telephones. The telephones disconnect and must re-access the page access code.

Connect to Call Page feature:

2498

Disconnect the Call Page feature:

1. Press an Individual DN key.

2. Dial the page access code.

The connection to the page system is complete.

Press the Goodbye Key.

Use Station Camp-on

This feature allows you to extend an incoming call to a busy station. When the busy station becomes idle, it automatically rings and is connected to the waiting call. If this feature is activated for the telephone, when a call is transferred to a busy line:

• You receive a visual indication that the line is busy.

• The calling party that is transferred hears ringing (or, if provided, music or an announcement).

• The busy party hears a call-waiting tone.

If the camped-on call is not accepted, it returns to you after a specified amount of time. Contact your system administrator for the specified amount of time.

Page 79

To activate Station Camp-on after answering an incoming telephone call:

Class features on IVD sets

1. Press Transfer Key. The other

party is placed on hold, and you receive dial tone. The screen displays CALL ON HOLD, DIAL NUMBER.

2. Dial the destination DN digits.

Connect

3. Press the Connect Key to

complete the transfer.

Class features on IVD sets

Anonymous Caller Rejection (ACRJ)

This feature allows you to reject incoming calls on your individual DN for which calling name/number information has been intentionally blocked. Only calls in which the information is blocked are rejected. This feature is activated using a feature access code (FAC).

Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Anonymous Caller Rejection:

2698

1. Press your Individual DN

Key.

2. Dial the FAC digits for feature

activation.

3. A recording or confirmation

tone tells you that Anonymous Caller Rejection is activated.

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Class features on IVD sets

To deactivate or cancel Anonymous Caller Rejection:

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature deactivation.

3. A recording or confirmation tone tells you that Anonymous Caller Rejection is cancelled.

Automatic Callback (ACB)

This feature allows you to enter a FAC that automatically sets up a call to the last DN you dialed on your Individual DN, regardless if the call was answered, unanswered, or busy.

Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Automatic Callback after you have dialed a telephone number:

1. Press the Goodbye Key to dis-

connect the call

2698

2. Press your Individual DN Key.

3. Dial the FAC digits for feature activation.

4. Follow the instructions provided by the announcement.

5. Press the Goodbye Key again, or

replace the handset to disconnect.

6. When your line is idle, and the called party line is idle, your telephone rings.

7. Answer the call, and you hear

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To deactivate or cancel Automatic Callback:

Class features on IVD sets

normal ringing.

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature

deactivation.

Automatic Recall (AR)

This feature allows you to enter a FAC that automatically sets up a call to the DN of the last incoming call on your individual DN.

Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Automatic Recall:

2698

1. Press your Individual DN

Key.

2. Dial the FAC digits for feature

activation.

3. An announcement may

provide additional instructions or announce the number of the last incoming call, and provide you with a choice of whether to continue the recall or abort it.

4. If you continue the recall, the

Automatic Recall feature calls the last number that called you; or, if the number is busy, it continues trying until the line is idle.

5. When both lines are idle,

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Class features on IVD sets

To deactivate or cancel Automatic Recall:

Automatic Recall rings your telephone. Answer the telephone, and you hear normal ringing.

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature deactivation.

Customer Originated Trace (COT)

This feature allows you to activate an immediate trace of the last incoming call, without requiring prior approval and manual intervention by your system administrator. Customer Originated Trace can be activated on a per-call basis. This feature can be activated using a feature key or by entering a FAC. This feature can be used to initiate a trace of an ACD call terminating on your InCalls Key.

Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Customer Originated Trace after receiving a harassing or prank telephone call:

1. Press the Goodbye Key to dis-

connect the call

2698

CustOrigTr

2. Press your Individual DN Key.

3. Press your CustOrigTr Key or dial the FAC digits for feature activation.

4. An announcement tells you if the call was successfully traced or not.

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Class features on IVD sets

5. Press the Goodbye Key again to

disconnect. The feature deactivates.

6. Contact your system administrator

for follow-up actions.

Calling Name/Number Delivery Blocking (CNNB)

This feature allows you to control the display of your individual DN or your name and DN for a terminating call on a per-call basis. Instead of your name and/or telephone number being displayed, the word PRIVATE is displayed on the called party’s telephone display. Calling Name/Number Delivery Blocking is activated by dialing a FAC.

Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To block your name and telephone number from the display on a terminating call you want to make:

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature

activation.

3. Listen for the confirmation

tone or announcement, followed by dial tone.

4. Place the telephone call.

Selective Call Forward (SCF)

This feature allows you to selectively program a list of up to 31 DNs from which calls on your Individual DN are to be rejected or blocked. The incoming calls that are on the list are routed to an announcement or other call treatment. This feature is accessed by dialing a FAC.

Note: Availability of this feature depends upon your Meridian SL-100

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Directory display and navigation

system software and network connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Selective Call Forward:

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature activation.

Listen to the announcement for instructions on how to activate, deactivate, change, or review your Selective Call Forward list of telephone numbers.

Directory display and navigation

With the Avaya 3905 Digital Deskphone’s display, you can view two lines of information. The figure below shows the status once you log into the directory.

Access your Callers List, Redial List, or Personal Directory

To access the Avaya 3905 Digital Deskphone Dir/Log:

Dir/Log

1. Press the Directory/Log Key.

Note: When you press the Direc-

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Personal Directory

Call Log (Callers List)

Call Log (Redial List)

Directory display and navigation

tory/Log Key, your Personal Directory is

automatically selected. At this point, you can begin searching the directory using the telephone’s dial pad. See “Search for an entry” on page 97.

2. Use the Navigation Keys to

highlight the Personal Directory or the Call Log that you want to view.

Select

To access the Avaya 3905 Digital Deskphone Callers List or Redial List using a Context Sensitive Soft Key or a Programmable Feature Key:

Callers

Redial

3. Press the Select Key.

Press the Callers Key to access the Callers List, or press the Redial Key to access the Redial List.

To exit the Dir/Log:

Quit

Press the Quit Key or the

Directory/Log Key to exit.

Dir/Log

Directory password protection

You can password protect your Personal Directory, Callers List, and Redial list on the Avaya 3905 Digital Deskphone. If password protection is activated, you will be asked to enter your password each time you press the Dir/Log Key.

To enable password protection:

Dir/Log

1. Press the Directory/Log Key.

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Directory display and navigation

Password Administration

2. From the Directories menu, use the

Navigation Keys to highlight

Password Administration.

Select

Enter

3. Press the Select Key. The

Password Administration menu

appears with Password enabled: OFF highlighted.

4. Press the Select Key again to select Password enabled: OFF.

5. Press the On Key to enable password protection.

6. Dial the password.

7. Press the Enter Key.

8. Dial the password again to confirm your password.

9. Press the Enter Key.

Done

Quit

Dir/Log

10. Press the Done Key to save changes.

11. Press the Quit Key or the

Directory/Log Key to exit.

Page 87

To disable Personal Directory password:

Directory display and navigation

Dir/Log

Enter

Password Administration

Select

1. Press the Directory/Log Key.

2. Dial the password.

3. Press the Enter Key.

4. Use the Navigation Keys to

highlight Password Administration.

5. Press the Select Key. The

Password Administration menu

appears with Password enabled: ON highlighted.

6. Press the Select Key again to select

Password enabled: ON.

Off

Done

Quit

Dir/Log

7. Press the Off Key to disable

password protection.

8. Press the Done Key to save

changes.

9. Press the Quit Key or the

Directory/Log Key to exit.

Page 88

Call Log

The Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to record all calls, record only the unanswered calls, or record no incoming calls.

The Callers List stores incoming calls, and the Redial List stores outgoing calls in order of date and time received/made. The oldest call is stored at the top of the list. The newest call is stored at the bottom of the list.

The Avaya 3905 Digital Deskphone Call Log list holds up to 100 entries for incoming and 20 entries for outgoing calls. The Avaya 3905 Digital Deskphone can copy a number from the Callers List or Redial List and store it in the Personal Directory.

Access and use the Callers List

To access the Callers List using the Dir/Log Key:

Dir/Log

Call Log (Callers List)

Select

New

Old

To access the Callers List using a Context Sensitive Soft Key or a Programmable Feature Key:

Callers

1. Press the Directory/Log Key.

2. Use the Navigation Keys to highlight Call Log (Callers List).

3. Press the Select Key.

4. Press the New Key to go to the top of the new calls list, or press the Old Key to go to the top of the old calls list.

Press the Callers Key. You are presented with the first call in the new calls list.

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To make a call from the Callers List:

2498

Call Log

1. Use the Navigation Keys to high-

light the number you want to call.

Note 1: If you are calling an external or long distance number, you will need to edit the number to add the access codes required by your system to make an external or long distance call.

Note 2: Press the Pause Key to insert a

1.5-second pause in the dialing string.

Dial

2. Press the Dial Key to call the

number selected and press your non-ACD line key. You leave the Callers List when you make the call.

To exit the Callers List without making a call:

Quit

Press the Quit Key or the

Directory/Log Key to exit.

Dir/Log

Access and use the Redial List

The Redial List records your last 20 outgoing calls and can be password protected. On the Avaya 3905 Digital Deskphone, you can copy these numbers to your Personal Directory.

To access the Redial List using the Dir/Log Key:

Dir/Log

1. Press the Directory/Log Key.

2. Use the Navigation Keys to

highlight Call Log (Redial List).

Call Log (Redial List)

Page 90

Call Log

Select

To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key:

Redial

To make a call from the Redial List:

2637

Dial

3. Press Select.

Press the Redial Key. You are presented with the most recently dialed number.

1. Use the Navigation Keys to highlight the number you want to call.

Note: If you are calling an external or long distance number, be sure that the appropriate access codes are included.

2. Press the Dial Key and press your non-ACD line key. Your call is automatically dialed and you exit the Redial List.

Page 91

Use the Personal Directory

The Personal Directory provides a personalized directory of names and telephone numbers. The Personal Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entries (an entry is one name and one telephone number). You can add a directory entry by copying the entry from your Callers List or Redial List. You can also add entries with the “AddNew” Key or by using the Personal Directory PC Utility application. The Personal Directory PC Utility uses an accessory cartridge to connect your PC and your Avaya 3905 Digital Deskphone. You can create a directory on your Personal Computer and transfer it to your Avaya 3905 Digital Deskphone.

Access the Personal Directory

Dir/Log

Select

1. Press the Directory/Log Key.

2. Press the Select Key in the

Note: When you press the Direc-

tory/Log Key, your Personal Directory is

automatically selected. At this point, you may begin searching the directory using the telephone’s dial pad. See “Search for an entry” on page 97.

Add a Personal Directory entry

After accessing your Personal Directory:

AddNew

1. Press the AddNew Key.

2. Dial the new name.

Directories menu to select Personal

Directory.

Page 92

Use the Personal Directory

Example: To enter the name and telephone number for Chris:

1. Dial the name using the key pad.

Note: Press the Up Navigation Key to access special characters you may want to include in the name. Use the Naviga-

tion Keys to locate the character you

want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a special character.

¤¤¤

››

‡‡‡

›››

‡‡‡‡

2. Press the dial pad Key with the desired letter repeatedly until that letter appears on the display.

3. Press the right arrow Key to go to the next letter.

Note: The cursor automatically advances to the next position, if a different-from-last key is pressed, or after a short pause.

4. Press the Next Key.

5. Use the dial pad to enter the telephone number associated with the name entered above.

Note 1: If you are adding an external or long distance number, be sure to include the access codes required by your system to make an external or long distance call.

Note 2: Press the Pause Key to insert a

1.5-second pause in the dialing string.

Done

6. When you have finished entering all of the digits, press the Done Key to save the changes.

Page 93

Use the Personal Directory

Quit

Dir/Log

Add an incoming call

Copy

Dir/Log

Clear

7. Press the Quit Key or the

Directory/Log Key to exit.

1. Press the Copy Key.

The displays shows the message Copy to.

2. Press the Directory/Log Key.

3. Press Next to copy the incoming call

without editing the name. Edit the number, if required (see note for step 4) and go to step 5.

Press Delete to make changes to the name before saving. Edit the name using the dial pad, Delete, and Case Keys as needed.

Done

4. Press the Next Key. Make changes

to the telephone number if required

Note 1: If you are copying an external or long distance number, be sure to add the access codes required by your system to make an external or long distance call.

Note 2: Press the Pause Key to insert a

1.5-second pause in the dialing string.

5. Press the Done Key to save the

entry in your directory.

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Use the Personal Directory

Quit

Dir/Log

Add an outgoing call

Copy

Dir/Log

Done

6. Press the Quit Key or the

Directory/Log Key to exit.

Note: You can edit the name or number before or after you save to the directory.

1. After the person you called answers, press the Copy Key.

The displays shows Copy to.

2. Press the Directory/Log Key.

3. Add the name, using the dial pad,

Delete, and Case Keys as needed.

4. Press the Next Key.

5. Press the Done Key to save the changes.

Quit

Dir/Log

6. Press the Quit Key or the

Directory/Log Key to exit.

Note: You can edit the name or number before or after you save to the Directory.

Delete or edit a Personal Directory entry

To delete a Personal Directory entry:

1. Use the Navigation Keys to highlight the entry you want to edit or delete.

Delete

2. Press the Delete Key to delete the currently highlighted entry in your Personal Directory.

Page 95

Use the Personal Directory

Yes

To edit a Personal Directory entry:

Edit

Done

3. Press the Yes Key to confirm the

deletion.

1. Press the Edit Key to change the

telephone number or name.

2. Use the Navigation Keys to

highlight the character you want to change.

3. Use the dial pad to enter the desired

changes. Refer to“Add a Personal Directory entry” on page 91 for an example of how to use the dial pad to enter names.

4. Press the Next Key. Edit the number

if necessary.

5. Press the Done Key to save the

changes.

Quit

Dir/Log

6. Press the Quit Key or the

Delete your Personal Directory

To delete your Personal Directory:

DelList

1. Press the Delete List Key.

Directory/Log Key to exit.

The display shows Delete all entries?.

Page 96

Use the Personal Directory

Yes

Quit

Dir/Log

2. Press the Yes Key if you want to delete all the entries in your Personal Directory, or press the No Key if you want to return to the top of the Personal Directory with no changes made.

3. Press the Quit Key or the

Directory/Log Key to exit.

Use the Personal Directory to make a call

To use the Personal Directory to make a call:

1. Use the Navigation Keys to highlight the desired name or number.

Purchasing

Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

Dial

2. Press the Dial Key and press your non-ACD line key.

Use Card View

The Card View feature provides additional information about the Personal Directory entry.

To look at the Card View:

1. Use the Navigation Keys to highlight the desired name.

Purchasing

2. Press the right Navigation Key.

Page 97

To dial from the Card View:

Use the Personal Directory

1. Use the Navigation Keys to show

the name and number of the currently selected entry in the Card View.

Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

Dial

To exit the Card View:

2. Press the Dial Key and press your

non-ACD line key to place the call.

Press the left Navigation Key to leave the Card View and return to the selected name.

Search for an entry

You can search for a particular entry in your Personal Directory.

To search for an entry:

1. Use the Navigation Keys to high-

Personal Directory

Select

light Personal Directory.

2. Press the Select Key or proceed

directly to step 3.

3. Use the dial pad to enter the first

letter of the name your are seeking. For example, press the ¤ key twice to go to the first entry that begins with the letter “B”.

Page 98

Use the Personal Directory

Copy a number from the Redial List

You can copy a number from the Redial List to the Personal Directory.

To copy a number from the Redial List:

1. Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to

2498

your Personal Directory.

Copy

Dir/Log

Clear

2. Press the Copy Key.

The displays shows Copy to.

3. Press the Directory/Log Key.

4. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note for step 5), and go to step 6.

Press Clear to make changes to the name before saving. Edit the name using the dial pad, Delete, and

Case Keys as needed.

5. Press the Next Key. Make changes to the telephone number, if required.

Note: If you are copying an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

Done

6. Press the Done Key. The entry is saved to your Personal Directory and you are returned to the Redial List.

Page 99

Corporate Directory

The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number. You may copy an entry from the Corporate Directory and paste it into your telephone’s Personal Directory for quick access.

To use the Corporate Directory application:

Apps

Corporate Directory

Select

1. Press the Applications Key.

Note: If, when you press the Applica-

tions Key, Corporate Directory is high-

lighted, proceed to step 4.

2. From the Applications menu, use

the Navigation Keys to highlight Corporate Directory.

3. Press the Select Key or proceed to

step 4.

The Corporate Directory Find screen appears.

4. Use the dial pad to enter the name

of the person you want to call. Enter the last name first. Separate the last name and first name with a comma.

Note 1: The comma is the first character on the ⁄

Note 2: You do not need to enter the entire name. When the Done Key is pressed, the application will highlight the first directory entry that matches the text that you entered.

Key on your dial pad.

Done

5. Press the Done Key.

The application highlights the first entry that matches the text you entered in step 4. If there is no

Page 100

Corporate Directory

match, the screen displays No matches found for . . . (the text that you entered).

6. Use the Navigation Keys to scroll through the directory.

Note: The entire directory is available. The “find” process determines which directory entry to select as your starting point.

7. If desired, use the Right Navigation Key to move from “list” view to “card” view. In card view, the telephone and department numbers for the entry are viewable. Use the Left

Navigation Key to return to list view.

Note: While you are in card view, you can use the Up or Down Navigation Key to scroll through directory entries.

Dial

To find another directory listing or to refine your current directory search:

NewFind Resume

100

8. Press the Dial Key and press your non-ACD line key to call the person whose name is highlighted.

Note: The Dial Key will attempt to dial out on your primary directory number. Since your primary DN Key is your InCalls Key, you cannot dial out on it. On the Meridian SL-100, after you press the

Dial Key, press a secondary non-ACD

line Key to dial the number.

Press the NewFind Key to begin a new search, or press the Resume Key to enter additional characters so that you may narrow your search.

Avaya 3905 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Introduction to your Avaya 3905 Digital Deskphone

Avaya 3905 Digital Deskphone

Avaya 3905 Digital Deskphone Features

Available ACD Features on the Avaya 3905 Digital Deskphone

Terms you should know

Your telephone’s controls

Programmable Line/Feature Keys (self-labeled)

Context Sensitive Soft Keys (self-labeled)

Call Processing Keys

Fixed Keys

Application Keys

Primary Directory Number

Individual Directory Number

Message Key

Avaya 3905 Digital Deskphone

Your telephone display information

Avaya 3905 Digital Deskphone Display

Options List

Select a language

Change a Feature Key label

Adjust Screen contrast

Adjust volume

Choose Ring type

Select Call Log options

Live dial pad

Preferred name match

Area code set up

Call timer

Date/time format

Key click

Headset type

Headset port on call

Headset port external alerter

Display diagnostics

Call Center headset interface

Freeing your hands while on the job

Switching between the handset and the headset

Call Center agent/supervisor features

Agent Login

Agent Login Enhancement

Agent Logout

Agent features

Activity Code Fixed Key to activate Line-of-Business code

Answer Call Center Calls

Call Forcing

Multistage Queue Status Key/Lamp

Display Queue Threshold (MSQS enhancement for agents)

Emergency Key

Make Busy

Not Ready Key

Answer or Make Non-ACD Calls

Contact your supervisor

Walkaway and Return from Walkaway

Transfer to InCalls Key

Call Center supervisor features

Agent Keys

Answer Agent

Answer Emergency

Call Agent

Use Supervisor Observe and the Supervisor Headset Jack

Controlled Interflow

Night Service

Observe Agent

Display Agent Status

Display Queue Status

Your telephone non-ACD call features

Make a Call

Predial feature

Auto Dial

Redial Last Number Called

Activate Ring Again

Speed Call

System Speed Call (Network Speed Call)

Intercom Call

Group Intercom All Call

Intercom Call on a Predesignated Set